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DirecTV

DirecTV • Billing Problems • Installation • Maintenance • Rebates • Sales Practices • Billing for "Adult" Shows • About those "Adult" Bills ... --- News • DirecTV Takes Disputed Fees Out of Customer Accounts, Suit Charges • Major League Baseball, Cable Operators Reach Agreement • Major League Baseball Extends TV Deadline • Senators Object to DirecTV Deal that Shuts Out Baseball Fans • DirecTV Settles Do Not Call Charges • DirecTV Telemarketers To Pay $75,000 Penalty • Fired DirecTV Contractors Say They Refused To Lie To Customers • Outbreak of DirecTV Porn Charges Hits Philadelphia • DirecTV Fined $5 Million for Do-Not-Call Violations • DirecTV Will Reform Ad Practices, Pay Millions in Refunds • DirecTV Abandons Satellite Internet Plans

It all seems so easy. You go to the mall and emerge with a highly-discounted DirecTV or PrimeStar satellite kit under your arm. It only costs a few hundred dollars and you get great reception. Cool. There’s only one cloud: Chances are you signed a binding multi-year agreement that basically commits you to pay off the rest of the cost of the satellite gear and installation. (That few hundred you paid in the store is just a deposit). If you cancel the service, you still have to continuing paying for the equipment. It’s all in the contract – and it’s a lot better to read it now than later.

Matt of Jackson, WI August 28, 2009

I've been with Directv since 1996 and will never do business with them again. I moved in 2006 to a small town in Wisconsin and contacted Directv about utilizing their moving program to install Directv in my new house. After rescheduling several times, the finally showed up 12 hours late and started my installation. Three hours later, the guy was finished. I went outside immediately after he finished to find they drilled a hole in my siding right in front of my house. After tons of back and forth, Directv agreed to pay over 1,000 in damages to fix the problem.

August, 2009. I am again moving and my new place doesn't allow satellite dishes so I have to cancel my account. The first person I talked to informed me that I would be charged a 380 early termination fee since I had a volunatary upgrade completed three months prior. When I agreed to this upgrade, I was never informed that this was the case and emphasized that point with the person I talked to. I asked to speak to a manager and after being on hold for 10 more minutes, I was hung up on. 45 minutes on the phone and nothing was resolved.

So I call back and get a gentleman who I again explained the problem to. He immediately agreed that I shouldn't be charged the fee. He was very helpful and apologized numerous times about the issue. He then mailed out a box for me to ship my receivers back in. I had one month left on my original contract that he offered to waive for my inconvenience. I was on the phone with him for 22 minutes and was pleased this was over.

A week later, I log into my OLD bank's online site and find a charge was placed on my check card for almost 400. I called Directv back and the person I talked to said that the fee was my responsibility. I spent time again telling her the story and how the last guy I talked to said I wasn't responsible for those fees. Around and around we went AGAIN before finally I asked to speak to a supervisor. The supervisor again emphasized that the fee was my responsibilty but then offered to research it further.

After another long wait she came back on the line and said I was right and they would issue a refund. I asked for the credit to be placed back on my checkcard and she agreed to do so. She said that she will have the people who handle situations like this process it within six business days.

Incidently, there are people at Directv who no one can talk to and all they have access to is computers and fax machines. These are the people who handle the credits and there is ZERO possibility of talking with them. AWFUL customer service. So after 45 minutes on the phone, it seems this is again resolved.

Wrong, three weeks after this discussion, I have received no credit, no check in the mail and my old bank is still charging an NSF fee every week. I also sent a letter demanding compensation for my lost time AND a refund on my NSF fees and have yet to hear back. So back to the phone.

I call Directv again and explain the situation AGAIN and get transferred AGAIN to a manager who explains he can't help me. I emphasized the point that this was an unauthorized charge on my check card and it needs to be taken care of today and he stated there's no one that can help me. I asked for his supervisor and he stated that his supervisor will not come to the phone.

I asked to be transferred to the people who can issue me a refund right now, and he said those people do not accept phone calls and I can only send them a letter. Around and around we went AGAIN before finally he hung up on me. Another 45 minutes on the phone and no resolution. 380 unauthorized charge on my credit card. Four 30 NSF fees charged to my credit card. 160 minutes on the phone wasting time.

Jerry of Alamogordo, NM August 28, 2009

I have been a good customer of Directv since 1995 in varioius locations. I have always been able to change programming via online connections. I wanted to stop HBO and attempted do stop it via the online site that clearly states change programing 24/7 but, when I tried to stop the HBO a prompt came up stating I had to call a number to discontinue the HBO.. I Emailed customer service telling them I was a 100% disdabled Veteran with very hard hearing and did not use phone contact because I confuse words. They said I must call their number to stop HBO and I returned saying I did not have to call a number to start it and they advertised change programming online 24/7. Again they stated I must call and I Emailed saying if they could not stop the HBO via online as advertised then discontinue my service. No problem they disconnected my service within 2 days and I again complained that all I had wanted was to stop HBO and again telling them why I did not want to work this problem out over the phone because of hearing problems.

They returned stating they had discontinued my service and because I stopped it before the current 2 years of service they were going to take 320.00 out of my bank account. I had been using auto pay and they had the card number I sent them another Email stating do not use the auto pay card as of that date 8-27-09 and they said they had stopped the auto pay but reserved the right to extract the monies from that account. I explained I lived day to day and for them to do that would cause me to face returned auto pay from other suppliers I use and I was willing to pay them but not that way. So all I wanted was for them to stop HBO and I did this every year just before the NBA kick off because I wanted to purchase the NBA league pass from them and could not afford both at the same time and once the NBA was over I would buy a channel like HBO, Cinmax,Showtime etc. They said I could not stop it via email yet they were able to stop the complete service via Email and charge me an early disconnect fee after their communications clearly stated the customers could change programming 24/7 online

JILL of AUSTELL, GA August 28, 2009

Saturday, August 22, 2009 (approx. 10am): Spoke with AT&T Customer Service Rep. about an AT&T Bundle (Phone, Internet and Advanced TV). Previously spoke with rep a few days earlier after calling regarding phone bill. He mentioned bundle and said he would call back on Saturday after I had a chance to speak with my husband, Milton. He said our bill would be approx. 120, saving us money over our current cable, internet and phone service. This bundle came with a 225 rebate.

Saturday, Milton spoke with him and after their discussion, I talked a little more with him and was to give him a credit card number to put a deposit on of 21.15. He stated that the DirecTV package came with free HBO, Starz, Cinemax, etc. channels for a specified period of time. We stated that we needed the HD. The only package that supplied that was DIRECTV PLUS HD DVR package with 2009 NFL SUNDAY TICKET @ 59.99 for 12mo. and comes with 5 months free HBO®, SHOWTIME®, Starz® and CINEMAX®, a 220 value (rolls to pay in month 6) and FREE HD DVR receiver upgrade after instant online rebate (199 value).

We were not told that we would have to call DirecTV and upgrade. We were told that this would be part of our package. Our modem for internet service was due to arrive on August 31, 2009, and we were given a confirmation/order number and a phone number to Tech Support and this is to come with FREE Security Suite for the internet. We scheduled the appointment for DirecTV installation on Wednesday, August 26, 2009 between 12noon-4pm. The technician arrived around 130pm. Upon his completion, I signed the installation contract, assuming that we were getting what we had discussed. After flipping thru the channels the following morning and none of the movie channels coming in, I called DirecTV.

I called them about that and for our account number. They told me that we didn't have the package that included free movie channels, that that was an old package and that the AT&T rep had made a mistake and was misinformed. I stated that that was what was discussed and that the 2yr agreement was signed contingent on getting what we discussed over the phone. They took my information and transferred me to another rep. More of the same with him, and I told him I would discuss it all with my husband and call back.

Called back and spoke with another rep which explained the same things and said that it was my fault because I didn't grill the tech about what he put in my house. I assured her that I didn't feel like I had to oversee the tech, but that I thought I was getting what was discussed with the AT&T rep. She didn't say that the rep was wrong, she didn't say she would take responsibility, but made it out that I was the one in the wrong. I made it clear that I did not have any paperwork that explained exactly what it was that I was getting, but I did know that free movie channels and HD was discussed. She said she could not go in and change the order even though the rep incorrectly input it, but that I could upgrade to the package and pay approx. 268 that would be credited right back to the DirecTV acct.

I told her that was not discussed when I decided on the bundle and that I didn't feel like I wanted to tie my money up with them, even if it was going to be credited back to the acct. She transferred me to the cancellation dept and when I asked how long I have to cancel, he abruptly stated 24hrs with an arrogant attitude and by that time my 24hrs was up.

I called AT&T and talked with another rep, he called DirecTV. Nothing came of the discussion, but that I would have to pay the 268 in order to upgrade the package. After I got off the phone with all these people who know NOTHING about customer service, I checked my mail and guess what a Congratulations, Your DirecTV Experience Has Begun! letter arrived.

Now, of course, I had no way of checking my order, confirming installation or reviewing the customer agreement ahead of time. The AT&T rep didn't give me a number to DirecTV or tell me that I needed to cancel within 24hrs. I thought I had three days to cancel a contract.

Robin of Marlton, NJ August 28, 2009

In March I moved from an house in Mercer county to an apartment in Burlington county, NJ and subsequently had to terminate my satellite service. My apartment community didn't allow satellite service so I had no choice. I didn't know initially so I made an installation appointment for a transfer of service and then the installer ran into the maintenance supervisor who informed him in writing and verbally that Directv wasn't allowed. Somehow Directv charged me about 161 for service in June when I didn't even have a satellite dish to get service.

Now they've sent me to collections for a termination fee and two unreturned boxes. I thought boxes were my property. I had four boxes in total but they want two of them back. My final bill was paid before I moved and I had already had the service since 2005. I disputed the charges with the collection agency then Directv and I was told that the charges are valid and that I didn't call to cancel service until May. I canceled the same day that the installer was rejected. Why would I call to cancel months later for service that I didn't have?

I was told by three Directv representatives (CSR, resolution rep, and Account supervisor) that landlord refusal wasn't a valid reason to waive an early termination fee even though I was required to have a letter of permission from my landlord before I initially began service in 2005. They told me that it's illegal for a landlords to not allow tenants their choice of service. Directv told me to dispute the termination fee with the collection agency and vice versa. I was told if I further wanted to dispute the matter that I would need to write to their collection department.

Today was the first time I heard of the collection agency and a termination fee. They already got undeserved money from me in June for service I didn't have so now why should I have to pay for a termination fee. I signed up in January 2005 and had a one year contract but they're telling me that the fourth box I received in November 2008 at no charge extended my contract for twenty-four months.

Directv is unfairly charging termination fees, there isn't any rental that you could move into and demand that they allow you to have any TV service that you wish. It's a utility and choosing any water/electric company isn't optional so why should I be penalized. I want to try to resolve this matter before it's reported on my credit report. Collection agency charges of over 400 and paid bill for service not rendered of 161.

dorrie of worcester, MA August 27, 2009

they did not provide me with the service that I needed, I cancelled my account and have been getting 3 to 4 phone calls per day since, I have called and insisted that the calls stop that it is harressment, they assured me that the calls would stop, got home today and had 3 more calls stating that a technician was at my house in VT to deal with the upgrade that was needed to continue my service,

I called and spoke to yet another supervisor today and they told me that had no record of a tech. being at my house, I received a call from the tech and from the local office stating that he was there waiting for me (no appointment was scheduled because I cancelled my service over a week ago) the supervisor told me that it would be a few days before they could put me on the do not call list, I was already told yesterday that that would be happening.

this is out and out harressment and I want it to stop, these people can't provide the service that I signed up for and now they want to give me free this that and the other thing! I already replaced the service with dish tv.

John of Breckenridge, CO August 26, 2009

After 14 years of using Directv I cancelled our service. Shortly after that I received a notice that I had not returned some receiver equipment. I notified Diretv that the equipment in question had been purchased and faxed them a receipt. In the last week they fraudulantly and without my permission charge my American Express for more than 560.00. They persist in their claim that I must return my property to them. I have notified the BBB, fraud department at American Express and the FCC of this scam.

Nancy of Midland,, MI August 26, 2009

I called AT&T to take advantage of the bundle service for phone, internet and cable. It was suppose to cost 90 a month due to their advertised fee of 30 for each service. The cable service was through Direct TV. I found they did not have sufficent parental controls.

Since my Direct TV was installed on August 6th, I phoned customer service August 10th, 11th, 12th and 13th to report this problem. I installed parental controls. I changed the ratings, did channel blocking and created a Custom Channel list. However, within seconds by changing Custom One to All Channels I am able to see titles on PPV and the synopsis of the episode such as: HOT CHICKS SEX TRICKS: Cream of the crop porno starlet can make you [description of sexually explicit acts.]

ALL OF THIS CAN BE SEEN AND READ EVEN THOUGH IT STATES "CHANNEL BLOCKED" IN THE CORNER OF THE SCREEN. I DO NOT want my children or their friends to be able to read this kind of thing. If this is their idea of blocking channels, it isn't sufficient for me. Had I known, I would never have purchased the product.

When I called on August 10th, 11th, 12th and 13th to correct this situation, I was told: I wasn't utilizing parental controls properly. (A technician from AT&T named Brian was here on August 13th. He called a Dorothy and found I had completed the parental controls properly. I was still able to get the PPV titles and synopsis.) It is impossible to delete the PPV channels from the TV. I could block channels with R rating from the office but it would still show the PPV options. I could change to a Family Plan but it would still show PPV options.

I canceled service and they are going to issue a 450 cancellation fee. I wrote a letter to their "Office of Disbute" and President and I received notice that they only have a 24 hour cancellation and the charges will still be issued. I also feel AT&T has a responsiblity because THEY connected me with Direct TV. I thought it was part of their bundle service and their company. They were very covert in their dealings with me and lead me to believe I was getting the 30-30-30 bundle. I found out later Direct TV alone cost 90.

Mark of Merrill, WI August 26, 2009

I do not have time to go through the whole ordeal, but all I know is that I pay a good price every month to get this service and it just gets keeps going down and down in quality. What is the point in paying this when they just gradually keep changing the programs to more sales garbage about Viagra and other sexual enhancements. What the heck, I just want to watch a good movie or show. It is just disgusting, I go to work and work hard and then I come home to watch what, Garbage. There has got to be other people out there that feel the same way as I do? I would like all my money back for wasting my time or at least give them an ultimatum to change their standards or just close the doors, Sorry, but I am frustrated and I feel they are a degrade to the quality and mentality to this country.

sarah of ocklawaha, FL August 24, 2009

when i signed up with direct tv they were supposed to give me 3 months of hbo cinmax for free and my receivers were supposed to be discounted they charged for everything i called the said i was supposed to go on line to get the discount i did not have the internet nor acess to one. not only that the receiver that does everything didnt work the card was burned so we didnt have cable in our living room for 2 weeks anyway this went on for 3 or 4 months them charging them creidting my account but never to the price it began with never seen the offer price i stayed with them though no signal all that good stuff we as coustmers do then because i cancled my account with them 6 months before the contract ended they charge my bank account for 642.24 they said its in the contract .my bank now is over drawen i did not give them the right to take money out of my account they said as soon as you sign up you give them the right so my question was why didnt you just automaticly take the money for my bill then since i dont have the right over my bank account and who i decied to pay

Kathy of Helen, GA August 24, 2009

I Was contacted by Direct TV sales wanting me to switch back to direct tv from Dish Net work. I was promise a certain package for a certain price. I agreed. The guys come to my home to install this in Dec. of 2009 went under my home for instalation and broke the water pipes. This cost me 380.00 for a plumber and the repairs. Since that date I have yet to recieve a statement and do not even know my account number. I get a call every so often wanting me to pay my bill. The billed amount is different time. Then they cut of service until I pay the amount for that time.

Next month comes they call again and the service cost a different amount. My agreement with them was for a service for 24.99 month. AT this point it is 69.99 a month if I choose to watch tv. I have spoke with many different individuals each giving me a different story each time. I has spent a total 36 hours on the phone with them and today told if I want to watch tv I have to pay this amount.

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